Medical Receptionist

6 days ago

Gateshead, United Kingdom Oxford Terrace and Rawling Road Medical Group Full time

Job summary

Oxford Terrace and Rawling Road Medical Group is a busy General Practice based in Bensham, Gateshead. We operate across two sites and offer primary care services to over 16000 patients.

Please note this position is part time, working 25 hours per week.

The working pattern for this post will be Monday - Friday to ; The successful candidate will also work Saturday's AM on a rotational basis.

The ideal candidate will be flexible, adaptable, and be able to work as part of a team as well as on theirown initiative. An understanding ofthe importance of effective administration services within this fast changing primarycare environment, alongside a willingness to learn and develop in your role would make you an ideal candidate for this position.

This postion comes with full training and mentorshipsupport, as well as chances to develop new skills as the General Practiceworking environment changes and new opportunities arise. Experience of General Practice or an NHS environmentis essential, alongside knowledge and experience of the EMIS Web System.

Previous applicants need not apply.

Main duties of the job

Receive,assist, and direct patients in accessing the appropriate service or healthcareprofessional in a courteous, efficient and effective way. Provide generalassistance to the practice team and project a positive and friendly image topatients and other visitors, either in person or via the telephone. Develop the receptionist role as carenavigator for the practice.

Please see the attached job description for further details. 

About us

Accountability& Quality We behave with candour in our dealings with staff, patients and partner organisations building trustworthy, open, transparent relationships that further our aim to provide excellent patient-centered, accessible services. We have a highly effective, safe and innovative organisation with a culture of continuous quality improvement, enabling learning and evidence based care to improve both the quality and range of services we offer.

Staff & Patient Involvement We are a committed and inspired team striving to be the best at what we do. Working with patients we shape and continuously improve our services within the health and wellbeing system.

Leading the Way  Our involvement in teaching, research and integration with health and social care ensure that we are proactive and productive in planning and delivery. We show vision, ambition and courage to maximize our financial potential to commission and provide the best possible care for those we serve.

Job description

Job responsibilities

Reception

Delivery of a high-quality standard customer care service at our front desk Receiving patients consulting with members of Practice team Taking requests/handing repeat prescriptions to patient and checking correct details Be able to cover all manner of reception tasks and duties Development of the care navigation role including appropriate use of urgent appointments, total triage services and active signposting Process appointment requests from patients by telephone and in person Dealing with queries from patients and other health care professionals internally and externally Ability to manage telephones including a polite professional manner, the ability to transfer calls as necessary and have working knowledge of telephone system operations out of hours actions.

Administration- Over both sites as/when required

To have a thorough knowledge of all Practice procedures To work in accordance of written protocols Pulling/filing medical records for update Photocopy as requested Document scanning, accurate and timely Provide administrative support as and when required Follow rota and apply initiative

Computer

Competent use of EMIS Web and other practice software Registrations of new patients – computer data entry and medical records Process patients change of address – computer data and medical records in accordance with practice boundary Process repeat prescription requests using EMIS web Share knowledge and promote new concepts to patients (On line registrations,EPS)

Other Tasks

Ensure building security by having thorough knowledge of open and lock up procedures (doors/windows/alarm) Familiarise yourself with Business Continuity Plans Any other tasks allocated by managers

Confidentiality:

In the course of seeking treatment patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately

In the performance of theduties outlined in this Job Description, the post-holder may have access toconfidential information relating to patients and their carers, Practice staffand other healthcare workers. They mayalso have access to information relating to the Practice as a businessorganisation. All such information from any source is to be regarded asstrictly confidential

· Information relating to patients, carers, colleagues, otherhealthcare workers or the business of the Practice may only be divulged toauthorised persons in accordance with the Practice policies and proceduresrelating to confidentiality and the protection of personal and sensitive data

Health & Safety:

Thepost-holder will assist in promoting and maintaining their own and others’health, safety and security as defined in the practice Health & SafetyPolicy, the practice Health & Safety Manual, and the practice InfectionControl policy and published procedures. This will include:

Using personal security systems within the workplace according to Practice guidelines Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks Making effective use of training to update knowledge and skills Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards Actively reporting of health and safety hazards and infection hazards immediately when recognised Keeping own work areas and general / patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holder’s role Undertaking periodic infection control training (minimum annually) Reporting potential risks identified Work safely at all times in accordance with legislative requirements and Practice Policy and Procedures

Equalityand Diversity:

The post-holder will support the equality,diversity and rights of patients, carers, and colleagues, to include:

Acting in a way that recognizes the importance of people’s rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Personal/ProfessionalDevelopment:

The post-holderwill participate in any training programme implemented by the Practice as partof this employment, such training to include:

Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work Actively participating in Time in Time Out events Completion of E-Learning during allocated study time

Quality:

The post-holderwill strive to maintain quality within the Practice, and will:

Alert other team members to issues of quality and risk Assess own performance and take accountability for own actions, either directly or under supervision Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team’s performance Work effectively with individuals in other agencies to meet patients needs Effectively manage own time, workload, and resources

Communication:

The post-holder should recognize the importance ofeffective communication within the team and will strive to:

Communicate effectively with other team members Communicate effectively with patients and carers Recognize people’s needs for alternative methods of communication and respond accordingly

Contributionto the Implementation of Services:

The post-holderwill:

Apply Practice policies, standards and guidance Discuss with other members of the team how the policies, standards and guidelines will affect own work Participate in audit where appropriate

This jobdescription is not exhaustive and may be adjusted periodically after review andconsultation. You will also be expectedto carry out any reasonable duties which may be requested from time-to-time.

Person Specification

Qualifications

Essential

Good standard of general education

Desirable

NVQ in Business Administration

Knowledge

Desirable

A detailed understanding of General Practice Some knowledge of Medical Terminology

Behaviours

Essential

Conscientious Performing under pressure Adaptability Taking the initiative Team working Self motivated Flexibility Confidentiality

Skills

Desirable

Excellent communication skills (Written and Oral) IT and telephony skills Time Management and the ability to work to deadlines Ability to prioritise workload Ability to work unsupervised Problem solving skills Interpersonal skills

Experience

Essential

Practical experience of administrative role, telephony Experience of using own initiative Experience of working within a General Practice environment Practical experience of working with others Practical experience of computerised recording system (EMIS)

Desirable

Medical Reception background

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